We’re looking for an inspiring, guest‑focused Owner & Guest Experience Manager to champion outstanding service and elevate the complete journey for both Holiday Home Owners and Guests, from their first hello to their final farewell.
If you’re passionate about creating memorable experiences, driving improvements, and leading high-performing teams, this role offers an exciting opportunity to make a significant impact working with our 475 owners and thousands of guests.
As an Owner & Guest Experience Manager, you’ll own the full end‑to‑end experience, ensuring every guest and owner feels valued, supported and welcomed. You’ll lead, coach and develop your team to deliver consistently brilliant service, while using insight and feedback to drive continuous improvement.
You’ll be calm under pressure, able to diffuse challenging situations, balancing empathy with structure in creating fair and consistent outcomes for our owners and guests.
You’ll build strong relationships, oversee events and engagement activities, and work closely with wider park teams to deliver a seamless, joined‑up customer experience at every touchpoint.
What you will be doing:
- Act as the voice of the customer - using owner and guest feedback, insight and reviews to shape improvements.
- Analyse data and trends to identify emerging issues and opportunities to elevate service standards.
- Lead action plans that reduce escalations and enhance satisfaction scores.
- Take full accountability for managing and resolving owner and guest complaints in line with company policies - handling sensitive matters with empathy and professionalism.
- Recruit, inspire, train and develop a high‑performing customer‑focused team.
- Create a positive, supportive culture where colleagues feel confident and motivated.
- Lead by example, consistently demonstrating our values and service standards.
- Take full accountability for managing and resolving owner and guest complaints in line with company policies.
- Support the delivery of customer‑focused events and initiatives to strengthen engagement.
- Plan, schedule and deliver a broad range of owner and guest events - forums, drop‑ins, social activities and more.
- Work collaboratively with all park teams and central support functions to maintain consistency across the entire journey delivering high levels of guest experience.
About you
- Proven experience managing and developing a customer‑focused team in a fast-paced, high-volume environment.
- Strong relationship-building skills with internal and external stakeholders.
- Naturally empathetic, with the confidence to handle difficult conversations and diffuse tension effectively.
- Good commercial awareness and understanding of how service excellence drives revenue.
- Excellent written and digital communication skills for guest‑facing communication.
- Flexibility to work varied hours including weekends, evenings and bank holidays.
- A proactive, solution-focused professional who can simplify complex challenges into seamless experiences that delight guests and satisfy stakeholders.
So, why Parkdean Resorts?
Well, besides the one-of-a-kind team culture, stunning locations across the UK, and the chance to work with the UK's largest holiday park organisation, we can offer:
- The chance to develop your skills and boost your career across our 65 parks – we’ve got your back when it comes to training!
- You’re never on your own with our Employee Assistance Programme! It comes with a 24/7 confidential helpline for counselling and support - because your wellbeing is our top priority.
- A 50% discount for you and a 25% discount for friends and family when booking your holiday with us.
- A team member discount of 30%, available on everything from fabulous food to delicious drinks and even our fun leisure activities.
- Score awesome discounts! From tasty meal kits like Hello Fresh to your favourite local gyms, we’ve got deals on lots of brands just for you.
We want to be a force for good and caring for our parks, people, and planet is a natural component of the way we do business. We celebrate our people, communities and natural environment, enabling us to enhance the amazing memories we create for many years to come.
Are we the right fit for you?
At Parkdean Resorts, every park is a place to start something great; a place where you can develop your skills, take on new challenges, and thrive alongside a team that supports you every step of the way.
Our parks create meaningful memories for our guests and know that great service is more than a smile - it’s understanding the value of every moment. Because it’s not just what we do, it’s who we are. Join a team that puts heart into every holiday. Be the Heart of the Park.
Parkdean Resorts takes safeguarding seriously therefore background checks including DBS (or equivalent) will be carried out if appropriate.
We want to do all we can to create an environment and recruitment process where people feel safe and comfortable to talk about disability. For any reasonable adjustment requests as part of the recruitment and assessment process, please contact Holly at Holly.Baldwin@parkdean-resorts.com
